BeyondTrust
BeyondTrust CorporationExternal reviews
321 reviews
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Awesome Application/Tool
What do you like best about the product?
"A picture is worth a thousand words!" This sums up my experience with Bomgar Remote Support. There are so many instances when assisting customers they are trying to explain their issue and terminology stops them. So, by viewing their monitor, (tablet, or phone!) it makes the process so much easier for both sides. Win-win!
What do you dislike about the product?
I don't dislike anything so, I really can't think of a negative...
What problems is the product solving and how is that benefiting you?
Speed. This not only helps our customer, but helps the ServiceDesk move onto other calls more efficiently and effectively.
Recommendations to others considering the product:
Go for it!
Best Remote Support tool I've used
What do you like best about the product?
The sheer number of useful features is amazing. Having unattended remote support access to > 1000 of our customers' servers and PCs, with access permission restricted by team has saved untold hours. The session recordings have saved our bacon on a number of occasions, whether it be for liability purposes, just checking a product key that maybe got documented incorrectly, to reviewing a tech's interaction with customers for coaching, etc.
What do you dislike about the product?
The biggest issue our company has with Bomgar is it's price tag. We already have remote support built into our network monitoring system but Bomgar is so much better we are still willing to pay for it.
What problems is the product solving and how is that benefiting you?
Higher customer satisfaction and increased productivity are the number one benefits. It significantly increases the security for our customers as well - our rep console requires a 2FA login, and we can restrict access privilege by team or individually. It has been a good sales tool for us to be able to tell our customers that all of our work is recorded as well.
Recommendations to others considering the product:
It is truly a great product if you can afford it.
Helpful with supporting users and integrates with other software
What do you like best about the product?
I like that it integrates with our Ghost Solutions Suite software, and NodeName scheme. It works well upon reboot, auto-reconnects. It has very little latency, and it works pretty well with network bandwidth. because we implelemt a node name scheme, that includes campus code, building code, department code, a unique asset tag number and the type of computer it is (Mac, PC, Linux, virtual, etc) it is easy to communicate with the customer to get these type of information to remote control their PC/Mac/etc.
What do you dislike about the product?
I don't like that the message box function does not have many functions. I wish there was the ability to transfer files, especially for when we use this to remote desktop connect with our test machines. Sometimes it would be nice to be able to send images, files, etc. There is a chat box, but it is very limited, only being able to send text.
What problems is the product solving and how is that benefiting you?
Helping to get actual screenshots, helping users complete tasks. It easily connects our two campuses, and allows someone at CSB to help someone at SJU because the computers are all linked together and use the same systems.
Recommendations to others considering the product:
If you use additional management tools its great! I have not looked into the pricing scheme, I do just wish that I could use it for personal support, but it is very "industrial" and not for home use. If you want to use it for home use, it might be very difficult to implement.
Easy to use, easy to connect
What do you like best about the product?
This program allows IT to easily take control of a user's computer remotely to help troubleshoot issues. Users are asked for their permission to transfer control for each session, and the program will pop up with an IM/dialog box for the IT support and the user to communicate in real time as troubleshooting occurs. The user typically will see a little icon in the upper right corner of their screen to show when someone else has control of their computer.
What do you dislike about the product?
Sometimes it has a little trouble when the user and the IT person have multiple screens, but this is easily avoided if the user simply moves the necessary windows to their main screen for the IT support. IT support is able to see both screens if that is too difficult.
What problems is the product solving and how is that benefiting you?
As a large business with many of our IT staff in headquarters across state lines, this has solved the need to have local IT support except for emergencies. IT staff can connect in seconds and be able to fix issues that usually would require an in-person visit.
Bomgar for remote support
What do you like best about the product?
Quick and easy way to connect. I like that it disconnects users after an inactivity period. Other remote support tools I've used keep people logged in until they log out, resulting in people holding onto licenses resulting in no free licenses. I've never had that issue with Bomgar.
What do you dislike about the product?
The multiscreen display is a little awkward at times.
What problems is the product solving and how is that benefiting you?
We are solving remote support issues and presentation issues. You can easily share your screen with someone or have someone else's screen shared with you. You are also able to pin connection allowing remote logins when the user is not there in front of the computer.
You're calling in from where???
What do you like best about the product?
It is great to be able to share desktops with a user who is having problems with their laptop or computer offsite. It doesn't even have to be a computer owned by our company.
What do you dislike about the product?
Not Bomgar's problem, but because so many users use high def monitors, when it translates over to our remote session, sometimes it's hard to click the mouse in exactly the right place. It's also hard to set up our equipment to allow an administrator password (our users do not have admin rights).
What problems is the product solving and how is that benefiting you?
remote access to users offsite to help resolve computer problems
Recommendations to others considering the product:
if there is software installation/removal/etc, and your user doesn't have admin rights, there is a lot of work on the front end to get it working to not blank the screen when it asks for an admin password. For typical desktop support, it's great
Bomgar- an easy way to help other people by linking into there pc
What do you like best about the product?
I like that I can send someone an email and they can ok me to look on their pc desktopif they need help.
What do you dislike about the product?
I haven't found anything I do not like, it is a very useful tool.
What problems is the product solving and how is that benefiting you?
It helps so if someone needs my help, I do not need to be at that their physical desk.
Recommendations to others considering the product:
Easy way to help out others without ohysically being there.
Bomgar - Remote support, this is the ticket.
What do you like best about the product?
Bomgar lets you quickly connect to your clients computers for screen sharing and troubleshooting. Bomgar offers the easiest to use and fastest system for remote desktop computer support. Their client is easy to install and use on your own machine, and setting up remote sessions can be done by the most basic computer user.
What do you dislike about the product?
There are hardware requirements, but they are not expensive. Some firewalls, virus scan, and security software's do not natively allow remote access.
What problems is the product solving and how is that benefiting you?
Bomgar has saved countless travel hours to remote sites for computer help. The benefits include time savings for both our company and our customers. Not to mention the productivity time saved by our customers in reduced down time.
Cool program
What do you like best about the product?
I liked the remote access abilities and the ability to work with a specific tech person with their access session key.
What do you dislike about the product?
I disliked the tech having the ability to stayed logged in remotely for long periods of time.
What problems is the product solving and how is that benefiting you?
This program eliminates user error and tech issues when launching your system. The benefit I realized was that it took away the stress of trying to get your computer or program working again on your own.
Good remote support software especially for out of office staff
What do you like best about the product?
We use this software for our tech support and it is a really great way for us to give the IT staff access to each computer to assist when a problem occurs. This system is very easy to use and very helpful for our out of office employees to use. I really like this program.
What do you dislike about the product?
To date I have not had any issues with the software and really have no complaints or dislikes at this point. If I had one thing to mention, it would be that the program can sometimes have a glitch which causes the user to shut down the program and sign in again. Over all this is the only issue that I have experienced in my use of Bomgar Remote Support program.
What problems is the product solving and how is that benefiting you?
The benefits that we have seen with this software is ease of access for technical support which greatly helps us as our IT staff works outside of the office. They are able to do tech support remotely to help with any issues we might be experiencing. Many of our employees work outside of the office doing sales, so this program also comes in handy for accessing laptops and other devices to run support when needed.
Recommendations to others considering the product:
I would recommend this program if you are looking for an easy to use remote support system that will allow outside employs or staff to remotely access in-office computers. This is particularly helpful for IT and customer service use.
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